Senior Specialist, Customer Operations

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

Senior Specialist, Customer Operations

Overview:
The Mastercard Cross-Border Services Global Product Operations team is looking for a Senior Specialist to drive our customer experience strategy forward, by consistently innovating and problem-solving. The ideal candidate is passionate about the customer experience journey, highly motivated, intellectually curious, analytical, and professional with excellent communication skills.
Role:
• Overall goal is to ensure a good customer experience for both external customers and internal stakeholders.
• Partner with external customers and internal stakeholders to analyze and resolve customer issues.
• Serve as point of escalation from L1 and other internal teams for issues and inquiries.
• Handles common customer escalations and engages senior team members as needed for more complex issues
• Work with regional product teams and directly with customers concerning network changes, issues, and concerns.
• Proactively monitor and analyze transaction data to identify potential issues or improvements and work towards resolution.
• Contribute to the operating procedures for product operations and customer support.
• Oversee the resolution of day-to-day business issues and customer escalations.
• Ability to analyze data, interpret API payload information, and generate visual representations of the information
All About You:
• Ability to understand Cross-Border Services business with a solid understanding of the transaction processing flow and API payload information.
• Skilled at using multiple tools to assist with data analysis including Splunk, Excel, API Payload dumps, and others.
• Ability to multi-task and prioritize multiple tasks concurrently while meeting deadlines.
• Ability to identify critical and priority issues, and proactively reprioritize daily tasks as needed.
• Ability to professionally communicate both written and verbal with different functional areas and external customers
• Self-motivated individual who works successfully, ethically, and cooperatively in a team atmosphere

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• Abide by Mastercard’s security policies and practices;

• Ensure the confidentiality and integrity of the information being accessed;

• Report any suspected information security violation or breach, and

• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.